DoorDash·Product Manager·Onsite - Product Sense / Strategy·Senior

Senior

Jul 2026

Summary

PM interview at DoorDash with a product sense question framed around United Airlines. Pretty standard case-style format but the airline context threw me a bit since it's a travel product, not food delivery.

Questions Asked (1)

You're a PM at United Airlines. How would you identify and then solve the biggest problem in the post-booking experience?

Product Sense & IdeationProduct StrategyRoadmap Prioritization

Author's notes

I spent the first minute just trying to orient myself because post-booking is a wide surface area.

Create a free account to read the full note

AI HintsAI Generated

Suggested Approach

Start by clarifying the goal and scope of the post-booking experience, then use a data-driven framework to identify pain points and prioritize the biggest problem based on impact and feasibility. Propose a solution that addresses the root cause, and outline how you would measure success and iterate.

Pro tip: Anchor your answer in metrics that matter to United, such as NPS, customer effort score, or call center volume, and show how solving the problem ties to business outcomes like retention or cost reduction.

1. Clarify goals and scope

Ask clarifying questions to understand what 'post-booking' includes (e.g., seat selection, changes, cancellations, check-in, boarding) and what success looks like (e.g., reduce customer effort, increase ancillary revenue).

2. Identify pain points

Use data sources like customer feedback, support tickets, app analytics, and journey mapping to surface the most frequent and severe pain points in the post-booking flow.

3. Prioritize the biggest problem

Evaluate pain points using a framework like RICE or impact/effort matrix, considering factors such as number of customers affected, severity, business impact, and strategic alignment.

4. Develop and test solutions

Brainstorm potential solutions, select the most promising one, and define an MVP to test with a small user segment. Outline how you would measure success (e.g., reduced call volume, increased CSAT).

5. Measure and iterate

Define key metrics to track post-launch, set up A/B tests if possible, and plan for iteration based on results and feedback.

Key Points to Mention

Customer journey mapping to visualize the post-booking experience and identify friction points.
Prioritization frameworks like RICE (Reach, Impact, Confidence, Effort) or Kano model to objectively rank problems.
Root cause analysis (e.g., 5 Whys) to ensure you're solving the underlying issue, not just symptoms.
Metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and operational metrics like call center volume or app abandonment rate.
MVP approach to validate solutions quickly and cost-effectively before full-scale rollout.
Cross-functional collaboration with engineering, design, customer support, and operations to implement and measure solutions.

AI-generated suggestions, not part of the candidate's original notes. May be inaccurate — verify before relying on them.